Senior Desktop Support & Service Desk Specialist

Deborah Dahn-Chern

SENIOR IT SUPPORT SPECIALIST DESKTOP SUPPORT SERVICE DESK

Maricopa, AZ • 480-***-**** • *******@*****.***

KEY IT TOOLS

• Windows 10 / 11

• Microsoft 365

• Active Directory

• ServiceNow

• Cherwell

• Salesforce

• SCCM

• Remedy

• BeyondTrust Remote Support

• Mobile Device Management

• VPN & Remote Access

• Multi Factor Authentication

CORE SKILLS

• Desktop & Laptop Support

• Mobile Device Support

• Account Provisioning

• Password / MFA Troubleshooting

• Hardware Deployment & Imaging

• Remote User Support

• Hardware Asset Management

• SLA Compliance

• Knowledge Base Documentation

• Customer Support Excellence

EDUCATION

University of Phoenix

Bachelor of Arts Degree - Business Management

Maricopa Community Colleges

Associate Degree – General Studies

PROFESSIONAL SUMMARY

IT Support Specialist with more than 10 years of experience delivering enterprise technical support across financial services, technology, and construction organizations. Expert in troubleshooting Windows environments, Microsoft 365 applications, Active Directory accounts, and mobile devices. Known for high first call resolution, rapid issue diagnosis, and consistent SLA compliance while supporting large user populations in fast paced service desk environments.

KEY PERFORMANCE HIGHLIGHTS

• Maintained 95% First Call Resolution (FCR) while supporting enterprise users.

• Consistently met or exceeded service desk SLA response targets.

• Led asset management data cleanup project improving accuracy of warranty records.

• Managed enterprise device provisioning and asset tracking processes.

• Recognized for delivering exceptional customer service in high volume support environments.

PROFESSIONAL EXPERIENCE

Help Desk Analyst L2

State of Arizona DOA Sept 2026 – present Phoenix, AZ

Assist callers with login issues.

Provide instructions for benefits registration.

Mobility Support Specialist

Calero Jan 2025 – Sept 2026 Phoenix, AZ

• Process global mobile device orders.

• Provide customer support via phone, email, and chat while meeting SLA response targets.

• Troubleshoot device provisioning, carrier activation, and mobile configuration issues.

• Maintain accurate device inventory records for corporate mobile environments.

Junior Technical Support

Charles Schwab Sep 2024 – Dec 2024 Phoenix, AZ

• Delivered technical support to financial clients across Windows, Mac, Apple, and Android platforms.

• Resolved authentication issues including MFA and secure account access.

• Documented incidents and resolutions within Salesforce ticketing platform.

• Guided customers through troubleshooting steps and secure system access.

Support Technician

Pulte Group Jul 2021 – Jun 2024 Tempe, AZ

• Maintained 95% first call resolution supporting Windows 10/11 and Microsoft 365 environments.

• Troubleshot Outlook profiles, VPN connectivity, authentication issues, and system performance.

• Led asset database cleanup initiative correcting warranty expiration data.

• Provided remote support through BeyondTrust and tracked incidents using Cherwell.

Systems Support Analyst

Wells Fargo May 2016 – Jul 2021 Chandler, AZ

• Provided enterprise technical support for Active Directory, remote access, databases, and UNIX systems.

• Maintained and updated knowledge base documentation used by support teams.

• Trained employees on mobile device usage and security policies.

• Managed incident tickets using Remedy and ServiceNow platforms.

Earlier Career Experience

Avnet • Real Time Resolutions • FiServ • RR Donnelley • Computer Sciences Corporation

• Progressed through roles in desktop support, call center operations, workflow coordination, and IT asset management.

• Managed a 7 person IT asset management team and reduced asset data inaccuracies from 13% to under 1%.

Contact this candidate